FREE SHIPPING to USA/Canada on orders over $100 with code: FREESHIP *

FAQs

PAYMENT: 

 Flytographer’s forms of payment:

  • Visa
  • MasterCard
  • PayPal
  • Applepay

 

What currency are your products listed in?

 All prices listed are in US dollars (USD).

 

Can I combine discount codes?

No. At this time all orders are limited to the use of up to one discount code. Online promotional codes cannot be combined with other discounts or offers.

 

SHIPPING & HANDLING

Due to COVID-19, please note that our fulfillment and processing of your online orders may take longer than normal. 

Customer service and communication is a key priority for us at Flytographer.  We want you to be fully satisfied with your purchase from us.  Please note that due to COVID-19, our fulfillment and processing is taking longer than normal. Shipping can take up to 6 weeks for select products. Thank you for your patience. We can’t wait for you to have your Flytographer travel merchandise and experience the magic of Flytographer!

 

Do I get a tracking number?

Once your order is received, your payment will be captured and you will receive a tracking number. Your tracking number will be emailed to you after your item(s) are processed.  

 

Are shipping rates listed in US or CDN dollars?

All shipping rates are listed in US dollars. Shipping rates will be calculated at checkout, before your purchase is completed.

 

Do you charge duties?

On international orders, including orders to Canada, all duties, customs and taxes incurred are the customers responsibility.  If you require additional information regarding duties, customs and taxes in your country, please contact your local customs office. 

Any item mailed to Canada may be subject to the Goods and Services Tax (GST) and/or duty. Unless specifically exempted, you must pay the 5% GST on items you import into Canada by mail. The CBSA calculates any duties owing based on the value of the goods in Canadian funds.

 

Do you offer free shipping?

Canada: 

We currently offer free shipping on all orders over $100USD (before applicable taxes) within Canada with the code FREESHIP. For orders below $100USD, shipping rates vary based on products and destination.

United States: 

We currently offer free shipping on all orders over $100USD (before applicable taxes) to the United States with the code FREESHIP. For orders below $100USD, shipping rates vary based on products and destination.

International Orders:  

Shipping rates vary based on products and destination. We offer a number of shipping services from FedEx, UPS & DHL but not limited to, for all International orders. Some orders may experience customs delays and additional charges. Unfortunately, we have no control over these charges or delays. For Duties Delivered Unpaid (DDU) Orders:  As the customer, you are liable for all the import duties, customs, and taxes levied.  We suggest that you contact your local customs office for additional information. You are responsible for import duties and taxes on your international order.  

Please note:

  • Currently we can only ship your order to one location.
  • In the event of merchandise damage or loss during transit, it is your responsibility to file a claim with the carrier.
  • If you refuse any shipments from Flytographer, you are responsible for the original shipping charges, any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to us. At this time due to COVID-19 we do not accept refunds.  Please see our refund policy for details.

 

How long does it take for my order to be fulfilled?

Production time is normally 3-7 business days. The day an order is placed is day 0. This doesn’t include weekends and holidays as orders are filled the next business day. ***Due to COVID-19 production is currently taking 7-10+ business days on some items and others are taking up to 29 days to fulfill.  We appreciate your patience during this time. *** 

 

How long after fulfillment will it take for my shipped order to arrive?

Shipping timelines are subject to change. Most orders normally take 1 - 4 weeks to be delivered after fulfillment. ***Due to COVID-19 we are experiencing shipping delays and shipping may take up to 6 weeks for some items.  We appreciate your patience during this time. *** 

 

RETURNS & EXCHANGES 

We control our entire line of products from design, fabric, colours, to where it is produced. We believe in reducing our environmental impact and not warehousing products that might not sell. All our products are made-to-order, therefore at this time, we can’t accept returns if the product doesn’t fit or you’ve had a change of heart. However, we do accept returns if your product is misprinted or defective - we would be happy to make it right for you!   

 

We want you to be fully satisfied with your purchase from us.  Please note that all items must be returned in the same condition that they were received - Not Worn, Altered and Washed, and with All Tags Attached. If you receive a defective item please contact us immediately, so that we can rectify the problem. Please see our refund policy for details.

 

Refund:

Once we have established your purchase was defected/misprinted and we have authorized a return. Once we approve your return, your refund will be processed within 2 weeks. You will be notified via email at the address listed on your account when this transaction has taken place.  Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.

 

Exchanges: 

While we want every order to be perfect, mistakes sometimes happen.  If there is a manufacturing mistake during printing, an item is damaged or we sent out the wrong product during shipping, we want to hear about it. Please reach out to our support team hi@flytographer.com with a photo of the damaged product, a description of the issue, and the order number if the product is damaged/misprinted or incorrect.  We'll issue a reprint and ship a new product to you at no cost to you. Please note that all complaints regarding product quality should be reported within 7 days of receiving the product. 

 

Final Sale:  

Final Sale items cannot be returned or exchanged. If we receive a returned Final Sale item or items, the package will be returned to you, we will notify you via email, and you will not receive a refund.

The following categories are Final Sale:

  • All Sale Items 
  • Apothecary
  • Accessories
  • Grooming products
  • Gift Cards

 

Shipping Charges:

We do not refund shipping and handling charges, and you are responsible for all shipping costs on merchandise being returned to us unless it's defective.

 

Defective Merchandise:

If you believe that you have received defective merchandise, you must notify us within 7 days of receiving the product to be eligible for a refund. There are no exceptions.  If you believe that you have received defective merchandise, you must notify us within 7 days of receiving the product.  Please contact us to report a claim for misprinted/damaged/defective items and we will assist you further.  Please contact us here hi@flytographer.com.  

 

Incorrect Merchandise:

If you were shipped incorrect merchandise (style, colour, size, etc.) please notify us within 3 days of receiving the product to be eligible for an exchange/refund. We will pay for the return shipping for incorrectly filled orders.

 

ONLINE PROMO CODES

Online promotional codes cannot be combined with other discounts or offers. No adjustments on previous purchases. Offer subject to change without notice. To redeem online, enter promo code at checkout.  Flytographer gift cards and shoot promo codes cannot be applied to Travel Shop by Flytographer and vice versa.

 

CANCELLED ORDER

Cancelled orders happen. If your order status changes to "cancelled", we will contact you within 48 hours.

Situations where an order can result in your order being placed "cancelled":

  • Out of Stock and No Reorder Available. On occasion, we run out of items that are no longer available for reorder.
  • Credit Declined. If your credit card is declined, we cancel the order.

If you cancel your order before status has been changed to "Shipped”,  your credit card will not be charged.

If you need to change or cancel your order, please contact us immediately at hi@flytographer.com. Once the warehouse has processed your order, we will be unable to make any changes.

 

FRAUD PREVENTION AND SECURITY REVIEW

To prevent fraud, if you provide information that does not match the information held by your credit card company, your order will be flagged by our system with a security review alert. If this occurs, a customer experience team member will email you to verify additional information. If you do not respond within 3 business days, the order will be cancelled automatically. Merchandise in an order that is pending security review is not reserved and can be purchased by other customers. To avoid this situation, please take care in entering your credit card information at checkout.

 

How do I get in touch with you?

Our team is located in Victoria, BC, Canada.  You can reach us at hello@Flytographer.com and our dedicated team of customer service professionals would be happy to help you.